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            Demote Major Incidents for IT Services

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            Demote Major Incidents for IT Services

            Demote a major incident back to a standard incident when the impact is reduced, directly from the Incident record page.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To demote major incidents: Major Incident Manager
            1. Open major incident record you want to demote.
            2. On the incident record page, click Demote Major Incident.
            3. In the Major Incident Status Comments, enter the reason for demotion.
            4. Save your changes.

            The system updates the incident so it's no longer treated as a major incident. The banner is updated to notify stakeholders that the incident is demoted.

             
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